4 Replies Latest reply on Sep 27, 2013 1:26 AM by Adam Wilden

    Tracking incidents you've escalated to other groups

    Rookie

      I'd like to impelment an easier way to check the status of incidents I have assigned to another group out side of mine in Service Desk.  For example, A user in the Helpdesk takes a call in regards to a network issue.  He must reassign the ticket to the Network Support Group.  Once the ticket has been reassigned, it is no longer in the Helpdesk queue and the Helpdesk Analyst must then navigate to the Netork Group Queue to lookup any further status updates.  Is there a way to add a Dashboard component (or something else) that will list all the incidents they have reassigned and help them better trak the progress of reassigned incidents?